Head of Customer Experience

Senior Customer Proposition/Experience Manager Premium leisure / travel brand Contract Type: Permanent - Full Time Location: London - Hybrid working with 2 days a week in the London office Salary: Circa £70k base If you choose to apply please ensure to connect with Suzie Walker | LinkedIn and Jeandre Kairuz as we are only able to respond to 1st connections This is a new role, with a new structure to focus on customer experience and journey mapping. There’s a real opportunity to bring change and innovation, to deliver an enhanced and differentiated offer to drive revenue. The role covers all customer touchpoints and requires someone with good strategic thinking. You will need to be able to demonstrate experience of the following: Developing a customer value proposition Driving change Strong strategy, business planning, implementation & proposition delivery We are keen to hear from Senior Customer Proposition /Experience professionals who work for a premium leisure, travel, hospitality or retail brand. We are looking for a strategic Senior Customer Proposition/Experience Manager to lead the company’s strategy and design specification of the business’s end-to-end customer journey experience through a customer-centric and commercially viable, product and service offering. You will be responsible for creating and executing a transformational strategy that delivers an enhanced and differentiated customer-centric experience with an improved return on investment. Spanning all customer experience touchpoints, this role involves overseeing the strategic approach and supervising the planning and execution of overall customer proposition and experience initiatives. You will be adept at understanding customer market insights to anticipate and meet customer needs and expectations. Liaising with other department heads to ensure all teams contribute equally to providing customers with a seamless and consistent experience across all touchpoints. As well as developing new products and services to create greater customer satisfaction, increased efficiency, and profitability. Managing a small team, you will use your leadership and interpersonal skills to inspire & coach as well as collaborating with the Head of Marketing, Sales and Marketing Director and Customer Services Director to ensure cohesion. You will have direct responsibility for product and service delivery specification, including innovation. Responsibilities: Delivery of a product that reflects the brand, supports a premium price point whilst driving value for money satisfaction and achieves industry recognition whilst delivering the best possible commercial return. Ensure that the customer experience team collaborate with the other business functions across all touchpoints from acquisition to retention, to create a seamless and enhanced customer experience. Make use of the brand’s assets, resources, and business infrastructure to drive and lead strategic change. Influence the evolution of strategic business priorities and identify commercial growth opportunities and innovation to propel the business towards its strategic goals. Development and delivery of the Customer Experience Annual Business Plan. Provide oversight and leadership in the production and delivery of operational departmental plans to include assessment of related performance. Use analytics and evidence-based data to drive investment across the areas the company’s customers identify as being the most important to them. Drive the establishment of partnerships, ensuring the business derives long-term commercial value through strategic partnerships. Supporting a culture that enables and empowers the customer experience team Leads a strategy that contributes to the achievement of key metrics including carbon emissions, responsible supply chain sourcing and transparency, waste, and single use plastics. Establishing collaborative, trusted and powerful relationships with key enablers to bring the Customer Experience Strategy to life. Act as a trusted people leader, guiding and inspiring the Customer Experience team to create a strong, empowered culture where colleagues can thrive in a diverse and inclusive team. Please submit your CV via LinkedIn. Candidates who have applied via LinkedIn will be reviewed as a priorit y. Due to the confidentiality of the role, no additional information can be given at this stage. Please ensure to connect with Suzie Walker | LinkedIn and Jeandre Kairuz | LinkedIn we are only able to respond to 1st connections If you choose to apply to this role, we thank you for your time and consideration. We endeavour to respond to all relevant candidates, however, please note that only applicants meeting the specific criteria outlined above will be contacted as part of the shortlisting process. We conduct a thorough screening of applications and aim to reach out to suitable candidates within 5 working days of an application being received. Suzie Walker Executive Search is a firm of specialist headhunters with an expert team recruiting senior interim and permanent senior leaders for B2B and B2C marketing and digital/tech roles in FTSE 350 and private equity-backed companies. www.suziewalkerexecutivesearch.co.uk

Location: London, GB

Posted Date: 1/25/2025